Informacje o stanowisku

Workforce Management Planner

Apply locations Gdansk_LM time type Full time posted on Posted Yesterday job requisition id JR-1000021513

The WFM Planner role involves planning, forecasting, and scheduling staffing needs for Customer Care, ensuring efficient service performance.

Responsibilities include making scheduling recommendations, managing non-work events, and providing weekly intra-day planning. The role requires proactive identification of staffing opportunities and delivering plans to meet service objectives across locations.

Key requirements include analytical skills, proactive problem-solving, and strong communication abilities.

Main Responsibilities:

• Proactively identify staffing utilisation opportunities and take appropriate action necessary to deliver a comprehensive plan for meeting service performance objectives across CC locations.
• Collect and analyse historical staffing data to ensure emerging trends are captured.
• Using historical data and business intelligence forecast and plan staffing metrics and requirements to ensure all service level objectives are achieved at lowest cost.
• Create IDPs (Intra Day performance) used by real time function.
• Analyse performance data in order to identify improvement opportunities and implement improvement strategies.
• Identifies, resolves and escalates volume, staffing and system concerns in a timely manner.
• Regularly review staff planning models, WFM methodologies and staffing recommendations and rationale with key business partners within Customer Care Operations.
• Proactively identify and drive process improvement opportunities within the WFM Scheduling team.
• Act as SME (Subject Matter Expert) for all users of WFM modules.
• Provide alternative recommendations when requests from operations team will negatively impact Customer Care impact performance.
• Support the design and deployment of WFM module training, as required in operational locations.

Qualifications & Skills:

• Minimum 3 years experience of working in an analytical or planning role within a contact centre environment.
• Strong working knowledge of resource management and planning methodologies within a contact centre environment.
• Excellent knowledge of MS Office Excel.
• Excellent data analysis skills – with high level of attention to detail.
• Highly numerate with real ability to manipulate numerical data.
• Ability to identify improvement area, trends and make recommendations.
• Proactive and self-motivated work style with proven ability to manage multiple demands on time and changing priorities.
• Ability to work under pressure and sense of urgency to work in a deadline driven environment.
• High level of interpersonal and influencing skills.
• Strong team player, with a focus on continuous improvement.
• Fluent English.

Benefits:

• Sharing the costs of sports activities.
• Sharing the costs of foreign language classes and professional training.
• Private medical care.
• Life insurance.
• Holiday funds.
• Christmas gifts.

What we offer:

• Flexible working time (we start between 7-9 and work 8 hours respectively).
• Hybrid work (3 days office, 2 days remote).

Reasons to join LYRECO:

• A full-time job in a dynamic, passionate, international team.
• Competitive salary.
• Modern office in Olivia Business.
• You will work in hybrid work model in Gdansk, Poland.

If the above job description interests you and you think you are a good fit, apply now! We look forward to receiving your application.

Gdańsk - Oferty pracy w okolicznych lokalizacjach